Debt Collection Specialist

Kashable is a fast growing, venture-backed FinTech startup headquartered in NYC. They are seeking a Debt Collection Specialist to review and collect on assigned delinquent loans, engage with consumers, and assist users in resolving their delinquencies. Responsibilities Review and collect on assigned delinquent loans by gathering background data, documenting member conversations, and ensuring required notifications are sent to members Conduct debtor’s outreach via phone and email to engage and assist our users with resolutions to current delinquencies Evaluate debtor’s current circumstances and finances in order to provide an appropriate option for our users to address their financial hardship Speak directly with customers regarding delinquent payments, investigates complaints and verifies the accuracy of charges Research and make recommendations for collections efforts and report issues with customer accounts to management Review collection techniques and provide feedback to management Receive inbound and place outbound collection calls Research and review user’s agreements and terms when necessary Handle incoming support requests from customers and prospects through various channels, such as live chat, email, and phone Serve as a resident product expert and maintain exceptional knowledge of the product as we continue to add new features Identify/troubleshoot and document priority issues for escalation and communicate relevant information to the appropriate parties Contribute to team KPIs (Key Performance Indicators) by improving average response and resolution times, as well as customer satisfaction ratings Collaborate with other members of operations and customer success teams to escalate issues where appropriate Skills Bachelor's degree with 1+ years in experience preferably in consumer lending & Collections 1-2 years of experience in collections, banking, retail, or customer service required Extremely comfortable with computers and G-suite and able to quickly learn new systems & processes Strong negotiating, communication, typing, and written communication skills You find comfort in communicating the ‘tough stuff' with compassion and clarity Detail-oriented and a passion for accuracy Strong customer service skills and the ability to skillfully handle confrontation Goal-oriented and experienced in high-performance teams Comfortable spending a majority of your time engaging with a customer over the phone You have a passion for analyzing puzzles, and strategically putting the pieces together Demonstrated analytical, problem-solving and system knowledge, and passion for process improvement Ability to multi-task, remain organized, prioritize, and work independently Knowledge of the fundamentals of collections concepts and practices is desired (including the FDPCA and applicable collections laws) Customer service: 1 year (Required) Collections: 1 year (Required) Ability to commute/relocate: Las Vegas, NV 89118: Reliably commute or planning to relocate before starting work (Required) Experience in Loan Servicing or Consumer Collections, Debt Settlement, Debt Consolidation, Loss Mitigation, preferably with a bank, credit union, loan servicing company or other financial services organization a plus Prior experience providing customer service in an eCommerce business is a plus Bi-lingual a plus Experience in FinTech and start-up environments Proficiency in Spanish is a Plus Benefits Generous Healthcare coverage including Dental & Vision benefits Great PTO and Holidays 401k Plan with Employer Match Paid parental leave Subsidized ClassPass membership Weekly catered lunches and snacks in a fully stocked office Company Overview Kashable is a fintech platform that provides employees with access to socially responsible credit and financial wellness solutions. It was founded in 2013, and is headquartered in New York, New York, USA, with a workforce of 51-200 employees. Its website is